Business Process Owner (m/f/d) Customer Care Center
Business Process Owner (m/f/d) Customer Care Center
Business Process Owner (m/f/d) Customer Care Center
Business Process Owner (m/f/d) Customer Care Center
Schindler Holding
Gesundheit, Soziales
Berlin
- Art der Anstellung: Vollzeit
- 59.000 € – 71.000 € (von XING geschätzt)
- Vor Ort
- Zu den Ersten gehören
Business Process Owner (m/f/d) Customer Care Center
Über diesen Job
Your benefits at a glance:
- Above-average salary and 30 days of vacation
- We enable you to balance your professional and personal life through flexible and mobile working options
- Crisis-proof and future-oriented elevator industry - become part of Germany's market leader
- Work on world-changing products and experience the diversity of our digital technologies
- We provide you with a laptop, in the office you will have a height-adjustable desk and two screens at your disposal
- In our canteen you can choose from three dishes every day (including vegan and vegetarian options)
- In our modern offices you can enjoy unlimited coffee, water, and tea
- We also offer free parking on campus and a direct connection to the U6
What you can expect from us:
The BPO Customer Care Center is responsible for shaping and executing the global strategy for all customer care centers within the organization. This role ensures alignment across regions while fostering innovation, operational excellence, and customer-centric transformation. As a global leader in the matrix setup, the position involves close collaboration with regional customer care center managers, group departments, and development teams to define priorities and drive strategic initiatives. A key focus is on enhancing customer experience, strengthening retention, and building a scalable outbound capability to support commercial growth. The role also leads global AI-driven innovation projects to future-proof operations and elevate service quality.
You will be responsible for the following tasks:
1) Global Strategy & Governance
- Define and evolve the global strategy for CCCs in alignment with corporate goals (with a focus on efficiency and task consolidation and outbound sales enablement)
- Prioritize initiatives and set global standards in collaboration with regional managers.
- Ensure consistent governance and performance tracking across all regions.
2) Project Leadership
- Lead global strategic projects focused on new technologies with strong focus on AI and automation to elevate service quality and efficiency.
- Identify and implement next-generation technologies to future-proof CCC operations.
- Collaborate with internal tech and innovation teams to pilot and scale AI solutions.
3) Stakeholder Engagement & Communication
- Maintain regular exchange with regional CCC managers to gather insights and align on priorities.
- Act as the central point of contact for group departments and development teams.
- Facilitate cross-functional collaboration and ensure transparent communication.
- Conduct workshops and meet CCC managers in person to gather frontline feedback.
4) Operational Excellence & Best Practices
- Monitor global performance metrics and identify areas for improvement.
- Share best practices and success stories across regions to foster continuous improvement.
- Support local teams in implementing global initiatives effectively.
What makes you special:
- Bachelors or Masters degree, preferably in engineering or business
- Several years of experience in service operations, ideally in a customer-facing or service management role
- You successfully integrated new technologies in your previous projects and have a strong interest in innovation, particularly in areas like AI and automation
- Working experience in a matrix organization with cross-functional and cross-cultural teams is an advantage
- Familiarity with customer contact center environments, including understanding of operational processes and performance metrics
- Excellent English langugage skills (at least C1), German language is an advantage
- Strategic thinking with a hands-on, execution-oriented mindset
- Excellent communication and project management skills
- Strong leadership and influencing capabilities
What’s in it for you?
- Company events: Celebrate great occasions with the Schindler team, such as the Schindler summer festival, a Germany-wide football tournament, and much more
- Grow individually and as a team: We support you as you start your new job, providing individual feedback and professional and personal training measures (both national and international programs)
- Working environment: As a multiple award-winning "Top Employer," we offer you a job in a future-oriented and crisis-proof industry, with a diverse range of products and an attractive, performance-based salary
- Values and culture: We treat everyone with respect, prioritize our employees, and support them in reaching their goals
- Diversity: We promote a culture of diversity - our code of ethics, regular training, and clear processes form the basis for our open, respectful, and appreciative cooperation
- Well-being: We offer a free family service to support you in all situations, from advice to arranging on-site help
- Employee discounts: Benefit from various discounts through our corporate benefits program
Become part of our team, help us enhance quality of life and drive innovation while raising the bar for safety and sustainability. We value your diverse skills and perspectives as together we shape the sustainable cities of today and tomorrow.
Are you ready to embark on a new path? Join #TeamSchindler!
For further questions, Vladislav Hackenberg, Schindler Digital Innovation GmbH, is happy to assist you at (+49) 3070292178
For more information, visit our career website.
At Schindler Group we value inclusion and diversity, and practice equity to create equal opportunities for all. We endeavor that all qualified applicants will receive consideration for employment without regard to age, race, ethnic background, color, religious affiliation, union affiliation, gender, gender identity, sexual orientation, marital status, national origin, nationality, genetics and health or disability.
Any unsolicited application from Recruitment Agencies is deemed to be rejected and does not constitute in any manner an offer from a Recruitment Agency.
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Unternehmens-Details
Schindler Holding
Gesundheit, Soziales